Leveraging AI for customer experience is the new battlefield. In today’s competitive landscape, customer experience is the ultimate battleground. AI offers powerful tools to personalise interactions, anticipate customer needs, and deliver exceptional service. Leaders can use AI to tailor marketing messages, create frictionless buying journeys, and proactively address customer concerns before they arise. This topic offers examples and talks about leveraging AI to elevate the customer experience, to build brand loyalty and to gain a significant edge over your competitors.
February 2026
In an era where expectations for instant, accurate, and personalised responses are at an all-time high, organisations across both public and private sectors are turning to AI agents to transform how they deliver customer service. Whether it’s a local government office handling resident inquiries, a […]
February 2026
As Councils continue shifting more services online, one message is becoming increasingly clear. Robust systems for tracking and analysing performance is a must. Yet many local authorities still rely on basic analytics, or none at all, to understand how residents use digital services. The result […]
January 2026
D.Coded, is a new podcast about Driving innovation: Design, Technology, Digital and Human Experiences. I recently launched it with my cohost Melisa Leñero, Director of the Paul Polak Innovation Fund. I first met Melisa a decade ago during a joint RCA/Imperial course I was leading […]
January 2026
We asked our AI Expert community to come up with their favourite AI Apps or tools they would recommend to the Digital Leaders AI Community. Below we set out their top 24. You will not be surprised to hear that they all had multiple suggestions, […]
November 2025
For digital leaders driving transformation across sectors, your websites are not only gateways for users, but also reflect you as an organisation and that includes your commitment to environmental responsibility. Faster websites aren’t resource‑hungry “gas guzzlers”, they’re optimised, efficient digital experiences that benefit users, business […]
July 2025
What if the most transformative workplace innovation wasn’t just about efficiency, but inclusion? Over a five-month pilot of Microsoft Copilot for M365 across a major UK government department, we tracked how 300 users adapted to the AI-powered platform. Twelve percent of these users identified as […]
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